AccountId: 011433970860
ContactId: 477e6460-3a19-40cb-9c95-12f7692bb81a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100500 ms
Total Talk Time (AGENT): 21128 ms
Total Talk Time (CUSTOMER): 69337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/477e6460-3a19-40cb-9c95-12f7692bb81a_20250603T18:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm calling from Rice Education schools Rice Academy, and I've been trying to go online like I normally do to take care of our invoice, but it's rerouting me to a.
[CUSTOMER][NEUTRAL] It says, Welcome to the online service center.
[AGENT][NEUTRAL] Yes, it's our new online service center.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, so this is the new page that I will be seeing now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] saw you
[CUSTOMER][NEGATIVE] But it's not, it's not taking my login information. Do I have to set up a whole new one?
[AGENT][NEUTRAL] You have to create a new one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh word, OK.
[CUSTOMER][NEUTRAL] So or create an OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess that would be part of the group. It says agency broker group insured provider or it would be group correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All righty. I see. I just want, yes, cause I was wondering why I was not able to get on. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, it's our new one that launched uh yesterday or late last week. I cannot remember.
[CUSTOMER][NEGATIVE] I told him you better come back.
[CUSTOMER][NEUTRAL] I, I, yeah, I think it's late last week because I've been trying since um Sunday when I came to work and I was not able to get on. Alrighty, so now I know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Goodbye.